Prepare Claims and Inquiry Forms

Prepare Claims and Inquiry Forms
Inter-Service Postal Training Activity INSTRUCTIONAL GUIDANCE: Before presenting this lesson, instructors must thoroughly prepare by studying this lesson and identified reference material. Throughout this lesson, solicit from students the challenges they experienced in the current operational environment (OE) and what they did to resolve them. Encourage students to apply at least 1 of the 8 critical variables: political, military, economic, social, information, infrastructure, physical environment and time. INTRODUCTION Method of Instruction: Conference / Discussion Instructor to Student Ratio is: 2:30 Time of Instruction: 5 mins Media: Programmed Instruction Motivator NOTE: Show Slide 1, Prepare Claims and Inquiry Forms You saved for three months to buy your mother a diamond bracelet for her birthday. You entrusted that $450 bracelet to the United States Postal Service (USPS) to deliver it in sufficient time and intact. However, when you learn your mother never received it, you want to know what you can do to get that bracelet or the value returned to you. Our friendly military postal clerks are on hand to lead you in the right direction to do what you need to do to redeem your item or receive reimbursement for its value. NOTE: Show Slides -Terminal Learning Objective Prepare Claims and Inquiry Forms October 2015

TLO – Prepare Claims and Inquiry Forms
LESSON OUTCOME: Students will prepare claims and inquiry forms IAW USPS and DOD directives/guidance in support of postal operations. 21ST CENTURY SOLDIER COMPETENCIES: Professional Competence Comprehensive Fitness Communication and engagement Tactical and Technical competence TERMINAL LEARNING OBJECTIVE: ACTION: Prepare Claims and Inquiry Forms CONDITIONS: In a classroom environment; given access to the following material below and awareness of the Operational Environment (OE) variables and actors. PS Form 1000, Domestic Claim or Registered Mail Inquiry PS Form 2856 Damage Report of Insured Parcel and Contents. PS Form 3533, Application and Voucher for Refund of Postage, Fees and Services PS Form 3831, Receipt for Article(s) Damaged in Mails PS Form 6401, Money Order Inquiry Standard USPS Supplies and Equipment STANDARDS: Student will complete, review, and submit appropriate claims and inquiry forms while maintaining accountability of records and articles of mail associated with the claim IAW DMM, POM, and DOD M to achieve a minimum of 80% accuracy. Terminal Learning Objective NOTE: Inform the students of the following Terminal Learning Objective requirements. At the completion of this lesson, you [the student] will: Action: Prepare Claims and Inquiry Forms Conditions: In a classroom environment; given access to the following material below and awareness of the Operational Environment (OE) variables and actors. 1. PS Form 1000 (Domestic Claim or Registered Mail Inquiry). 2. PS Form 2856 (Damage Report of Insured Parcel and Contents). 3. PS Form 3533 (Application and Voucher for Refund of Postage, Fees and Services). 4. PS Form 3831 (Receipt for Article(s) Damaged in Mails). 5. PS Form 6401 (Money Order Inquiry). 6. Standard United States Postal Service (USPS) supplies and equipment. 7. Awareness of Operational Environment (OE) variables and actors. Standards: Student will complete, review, and submit appropriate claims and inquiry form while maintaining accountability of records and articles of mail associated with the claim IAW DMM, POM, and DOD M to achieve a minimum of 80% accuracy. 21st Century Soldier Competencies are outlined in Appendix C of TRADOC Pamphlet (The U.S. Army Learning Concept for 2015) are general areas of competence or attributes required by Students and leaders to prevail in complex, uncertain environments. Together, they provide a foundation for operational adaptability. Safety: In a training environment, leaders must perform a risk assessment in accordance with ATP 5-19, Risk Management. Leaders will complete the current Deliberate Risk Assessment Worksheet (DD Form 2977) in accordance with the TRADOC Safety Officer during the planning and completion of each task and sub-task by assessing mission, enemy, terrain and weather, troops and support available-time available and civil considerations, (METT-TC). Note: During MOPP training, leaders must ensure personnel are monitored for potential heat injury. Local policies and procedures must be followed during times of increased heat category in order to avoid heat related injury. Consider the MOPP work/rest cycles and water replacement guidelines IAW FM , Multiservice Tactics, Techniques, and Procedures for Nuclear, Biological, and Chemical (NBC) Protection, FM , Multiservice Tactics, Techniques, and Procedures for Chemical, Biological, Radiological, and Nuclear Decontamination. Risk Assessment Level: Low Environmental Considerations : Environmental protection is not just the law but the right thing to do. It is a continual process and starts with deliberate planning. Always be alert to ways to protect our environment during training and missions. In doing so, you will contribute to the sustainment of our training resources while protecting people and the environment from harmful effects. Refer to FM Environmental Considerations and GTA ENVIRONMENTAL-RELATED RISK ASSESSMENT Evaluation : You will be assessed on your knowledge of preparing claims and inquiry forms by completing two practical exercises. Then you will be tested by completing a performance-based test. You must achieve a minimum of 80% in order to pass the test. Lead-In : There are a lot of manuals and procedures that together aid in the effectiveness of postal operations. However, they do not eliminate mishaps from occurring to mail while in the possession of the USPS. When this happens, o provide the customer with information and guidance in obtaining restitution. This lesson will teach you what is involved in providing claims service to prospective customers. NOTE: Show Slide - Introduction to Claims and Inquiry

Claims (YouTube Video)
From the presentation mode, click on the picture to play the YouTube video. Show Video 1; the url is If necessary, copy and past the url into the web browser address line. NOTE: Show Slide -Introduction to claims Claims Video 1

Introduction to Claims and Inquiry
1. Learning Step / Activity 1. Identify Claims and Inquiries Method of Instruction: Conference / Discussion Instructor to Student Ratio: 2:30 Time of Instruction: 1 hr 15 mins Media: Large Group Instruction NOTE: Mail becomes mistreated when it is rifled, damaged, or lost in the mail. As a military postal clerk, you must be familiar with the various types of claims and inquiry forms available to customers based on their complaint. Customers may use as an avenue for inquiries and service complaints. NOTE: Show Slide -Claims and Inquiry 4

Claims and Inquiry Post office understands loss. Encourage customers.
Postal insurance. Inquiries on ordinary mail. Claims and Inquiry a. The post office understands that it is difficult to compensate for the loss of sentimental or irreplaceable items, and is always trying to improve the way they handle mail so incidents do not happen again. Each customer experiencing problems with mistreated mail is encouraged to, and should; report instances of mistreated mail to the postal service. b. When postal insurance is purchased at the time of mailing, an indemnity claim should be submitted for payment of any losses on mistreated mail. Inquiries should also be submitted on the loss of any ordinary mail. NOTE: Refer student to look at Handout, page 1, for brief description of postal forms. NOTE: Show Slide - Postal Service Inquiry Forms 5

Postal Service Inquiry Forms
Notice 4314-C, We Want To Know Card. PS Form 1000, Domestic or International Claim Postal Service Inquiry Forms c. The following postal service forms briefly describe some of the postal service claims and inquiry forms that are available to the customer: (1) Notice 4314-C, We Want to Know Card: Used to give customers their avenues of inquiry for service complaints, suggestions, compliments, and requests for information. Customers can use the number on the notice, the web site or contact their Postmaster directly. (2) PS Form 1000, Domestic or International Claim: Used for filing indemnity claims for insured, registered with postal insurance and express mail when it becomes lost or damaged. NOTE: Show Slides - Postal Service Inquiry Forms (cont’d)

Postal Service Inquiry Forms (Cont’d)
PS Form 2856, Damage Report of Insured Parcel and Contents. PS Form 3533, Application and Voucher for Refund of Postage and Fees. PS Form 6401, Money Order Inquiry. Postal Service Inquiry Forms (cont’d) (3) Reserved (4) PS Form 2856, Damage Report of Insured Parcel and Contents: Used to collect refund for damaged parcel and contents. (5 PS Form 3533, Application and Voucher for Refund of Postage and Fees: Used to collect a refund when postage was paid and the service was not rendered. (6) PS Form 6401, Money Order Inquiry: Used to request for replacement of a lost money order, or to request for a photocopy of a paid money order. NOTE: We will only discuss four of the above listed form (PS Form 1000, PS Form 2856, PS Form 3533, and PS Form 6401). NOTE: Show Slide - Check on Learning

Check on Learning What website can customers use as an avenue of inquiry for service complaints and requests for information? What type of claim is submitted for a lost item when postal insurance was purchased at time of mailing? Check on Learning NOTE: Conduct a check on learning and summarize the learning activity. Q: What website can the customers use as an avenue of inquiry for service complaints and requests for information? A: Q: What type of claim is submitted for a lost item when postal insurance is purchased at time of mailing? A: An Indemnity Claim NOTE: Show Slide - Reporting Mail Theft

Reporting Mail Theft Customers who wish to report mail theft must do one of the following: Call 800-ASK-USPS Go to the Postal Inspection Service’s web site and input the information online at Click on the following link: Reporting Mail Theft 2. Learning Step / Activity 2. Reporting Mail Theft Method of Instruction: Conference / Discussion Instructor to Student Ratio: 2:30 Time of Instruction: 1hr 35 mins Media: Programmed Instruction a. Mail theft is described as mail that has not been received by you or mail that has been received with the contents of the article missing. Inform your customers to file reports of vandalism to your mail receptacle or tampering (mail that has been handled destructively) or a false change of address to the U.S. Postal Inspection Service. If you are reporting a problem with the delivery of your mail or with other postal services, report the problem to the US Postal Service. If you are the potential victim of fraud because of a sweepstakes entry, lottery, on-line auction, work at home scam or chain letter you should report it as mail fraud. b. All information is voluntary, but the more you provide, the more likely you can be assisted. c. The web site uses secure methods to transfer data. If you would prefer to mail in your report, there is an option for the customer to click for a printable form. If this is an urgent matter, contact your nearest law enforcement agency. NOTE: Show and Discuss Slides - Screen Captures

Reporting Mail Theft (Cont’d)

Reporting Mail Theft (Cont’d)
NOTE: Show Slide - Customer Options for Filing Postal Claims

CUSTOMER OPTIONS FOR FILING POSTAL CLAIMS
Online Local Post Office Directly to US Postal Service International Claims NOTE: Show Slide - Check on Learning 15

Check on Learning What are the four methods of filing a claim?
What website can customers use as an avenue of filing a report? Check on Learning NOTE: Conduct a check on learning and summarize the learning activity. Q: What are the three methods of filing a report? A: Online, local post office, directly to USPS, and internationally Q: What website can customers use as an avenue of filing a report? A: NOTE: Show Slide - Filing Indemnity Claims

Filing Indemnity Claims
$175.00 Postmark Here 22.45 25.65 Filing Indemnity Claims 3. Learning Step / Activity 3. Filing Indemnity Claims (PS Form 1000) Method of Instruction: Conference / Discussion Instructor to Student Ratio: 2:30 Time of Instruction: 1 hr 35 mins Media: Programmed Instruction During this learning step, you [the Student] will become familiar with the procedures in completing a PS Form 1000, Domestic or International Claim NOTE: Show Slide - Reasons for Filing an Indemnity Claim (PS Form 1000) Martina Montclair Bonita Ave Riverside, CA 17

Reasons for Filing an Indemnity Claim (PS Form 1000)
They purchased insurance at the time they mailed the article. They mailed it registered mail with insurance. They mailed it priority express mail. Reasons for Filing an Indemnity Claim (PS Form 1000) a. Customers can file an indemnity claim when: (1) They purchased insurance at the time they mailed the article. (2) They mailed it Registered Mail with insurance. (3) They mailed it Priority Express Mail. NOTE: Show Slide - PS Form 1000, Domestic Claim or Registered Mail Inquiry 18

Online Filing Process Option 1: Online: (USPS Online Account Required). Encourage customers to file claims online at: NOTES: Online Filing Filing online will allow customers to upload evidence to substantiate the claim, check the claim status and view the history of their claims. Customers must retain the damaged articles and container, including the wrapping, packaging, and all contents received. PS Form 1000, Domestic or International Claim, is not required when claim is filed online. 1. If the claim requires a damage report, customers will receive a letter from USPS to present the article, the packaging, and the letter to a nearby post office. 2. If customers presents a damaged article, Post Offices employees must follow the current procedures and complete a PS Form 2856, Damage Report of Insured Parcel and Contents, retain the article, PS Form 3831, Receipt for Article(s) Damaged in Mail required and immediately mail the completed PS Form 2856 to Accounting Services in St. Louis. Keep a copy of the PS Form 2856 on file. 3. The MPO will retain the item all packaging until the claim is resolved. You will receive correspondence when the claim is resolved with instructions on how to handle the retained item. 4. Submitting a claim online should take approximately 15 minutes depending on the number of items in the claim. Customers should receive a response from Accounting Services within 10 – 30 days. The following items are required to be uploaded in PDF or JPG file format and less than 2 MB in size and provided when signing into USPS.com: - Insurance article number - Proof of value and a description of the damage - Claim description and details for a lost or damaged claim NOTE: Show Slide - Personally Filing at Local Post Office 19

Personally Filing At Local Post Office
Option 2: File at local post office: Claims may be filed at any post office. 1. Customer will complete PS Form 1000 and Postal Clerk will complete PS Form 2856; APO will maintain a copy of each. Mail to: Domestic Claims Accounting Services PO Box 80143 St. Louis MO - Verify article number on the package or label - Verify evidence of insurance - Evidence of value - Verify proof of damage or missing content - Retain article at MPO until USPS notifies you of disposition NOTE: Show Slide -Filing Directly to USPS 20

Direct To USPS Option 3: Customer May Mail Claims Direct To USPS 21
Direct To USPS Option 3: Customer May Mail Claims Direct To USPS NOTE: - Complete PS Form 1000, Domestic or International Claim - Ensure article number on the package or label is annotated - Provide evidence of insurance - Provide evidence of value - Proof of damage or missing contents - Mail completed PS Form 1000 to: USPS Accounting Services PO Box 80143 St. Louis MO Customers are not required to bring materials (claim item) to the post office until notified by USPS to take to the post office for inspection, retention and disposition. Show Slide -How to File International Claims 21

How to File International Claims
International Claims are initiated by calling Once confirmed by USPS, an information packet with a PS Form 1000 will be mailed to the customer. NOTE: More specific information and instructions for international claims can be found at: Show Slide - How to Check the Status of a Claim 22

How to Check the Status of a Claim
1. Claims filed by mail call for status 2. Claims filed online can be signed into your USPS.com account to view status NOTES: How to Check the Status of a Claim Customers may appeal a domestic claim decision in writing at: Domestic Claims Appeals Accounting Services PO Box 80143 St. Louis, MO Customers may appeal a international claim decision in writing at: International Claims Appeals PO Box 80146 St. Louis MO When to expect payment: A properly completed and supported claim is usually paid within 30 days. NOTE: Show Slide - Key Additional Notes 23

Key Additional Notes 1. Either the mailer or addressee may file a domestic claim for insured, registered and priority express mail. 2. Post offices can no longer adjudicate claims locally regardless of the amount; Accounting Services in St. Louis now processes all indemnity claims. 3. Anytime an item is retained by the APO a PS Form 3831, Receipt for Article(s) Damaged in Mail, is required. NOTE: New PS Form 1000 Dated March 2009 – Post Office Employee Section has been eliminated PS Form 2855, Claim for Indemnity – International Registered Mail Insurance, is obsolete Show Slide - General Information for Domestic, Registered and International Claims 24

How to File a Domestic Claim
Domestic Claims: If you purchased domestic insurance, you must complete the claims online at USPS.COM or see local postal facility for assistance. b) Damaged/Missing Contents: Retain the mailing container, including wrapping, packaging, and any contents that were received, and upon written request, the claimant must make them available to the local Post Office for inspection, retention, and disposition in accordance with the claims decision. c) Retain copies of all documents mailed to the USPS. NOTE: Show Slide - International Claims 25

How To File An International Claim
Customer must initiate an inquiry before filing a claim unless you are in the possession of a mailing with damaged or missing contents. If you are in possession of a mailing with damaged or missing contents (except an item from Canada), complete PS Form 1000 and present it and the damaged item(s), container, wrapping, packaging and any other contents to a Post Office immediately. If you are in possession of a mailing with damaged or missing contents mailed in Canada, contact the Canadian sender and instruct them to file the claim. International claims may be payable to the mailer only or only to the addressee ( varies by country). NOTE: The customer may initiate an inquiry by calling our International Inquiry Center at d) For more information about international inquires and claims, see the Mailing Standards of the United States Postal Service, International Mail Manual. Domestic Registered Mail with No Declared Value Inquiry: Complete PS Form 1000 and take it to local Post Office for processing. Claims for Registered Mail cannot be submitted online. Submit by mail: USPS Domestic Claims PO Box 80143, St Louis, MO, Show Slide - What the Customer Needs to Initiate Claim 26

What The Customer Needs To Initiate Claim
Original Mailing Receipt Evidence of Value NOTE: For Insured, Registered Mail, Priority Mail International, or Express Mail service must be retained until the claim is resolved. Please retain a copy for your records. A sales receipt, invoice or bill of sale, or statement of costs for reconstruction of Express Mail service documents. For online transactions, a copy of the canceled check, money order, credit card billing statement and the itemized receipt or a final and itemized transaction sheet indicating the amount deducted and the details of the transaction, including names, date, item(s) description, etc. Evidence of value may be provided by either the mailer or addressee. Please retain a copy for records. Claims for damaged or missing contents: See respective Domestic Claims and International Claim sections above. Attach an estimate of repair costs from a reputable dealer for items to be repaired If you are the addressee, do not return or r any damaged items. Show Slide - Example of PS Form 1000 27

28 1 11 11 2 3 4 4 4 4 5 6 7 8 9 10 NOTES: Example of PS Form 1000
INSTRUCTIONS 1 Check appropriate box for reason for claim. 2 Check the appropriate box for the service type used on the article. 3 Input mailer and addressee information. Describe the lost or damage item, if claim is for damage or loss of contents, check (L) for a lost item and check (D) for an item that has been damaged. Include the item code number, the date that the item was purchased, and the value or the cost of repairs for each item. Total amount claimed for item. 6 Enter amounts of postage, insurance, and services purchased in respective block, if applicable. NOTE: To obtain the 'postage paid' when a customer presents the wrapper, you must deduct the special service fee(s) from the amount of postage affixed to the wrapper. For example: A $24.95 meter tape is affixed to the wrapper and the article was insured for $ (insurance fee $3.20). Deduct $3.20 from $24.95 and the difference ($21.75) is the amount of postage paid. 7 Check who will receive payment for the damaged article(s) presented. 8 Provide information concerning proof of insurance and/ or evidence of value. 9 Check who filed the claim, mailer or addressee. 10 Provide signature of U.S. customer filing claim, date signed, and a telephone number for customer (optional). 11 Provide mailing receipt number and date of mailing. Show Slide - Example of PS Form 1000 7 8 9 28 10

1 2 4 3 5 6 7 8 9 10 11 NOTES: Examples of a PS Form 2856 Enter the customer name. Enter the article number for the item(s) mailed. Enter the packing materials used for the items. Enter the type of material used for the mailing container in which the item was shipped. List any damaged done to the mailing container. List the packing materials used, Was the container material sufficient enough to keep contents from damage in normal handling Explain what appears to have caused the damage. List all undamaged items in the package. If the damage is not visible, explain the customer’s evidence of damage. Give the location of the damaged articles and give the disposition of the articles. 12. Ensure that a PS Form 3831 is prepared and the customer must receive a copy. 13. Give any additional comments. The postal clerk prints name, signs, and gives a telephone number and zip code. APDS Stamp Show Slide - Example of PS Form 3831 12 13 14 15 29

Example: PS Form 3831 Brenda P. Allison, Claims Clerk 1 6 Nov 2013 2
SFC Scott A. Madden 3 4 VC US 30 Sep 2013 SFC Scott A. Madden MP CO PSC 76, Box APO AE 8 5 Riverside, CA 6 Martina Montclair Example of PS FORM 3831 NOTE: Student can refer to Student Handout, pages 3 and 4, for information on completing PS Form 3831. NOTE: When the MPO retains the damaged article, you must prepare PS Form 3831, Receipt for Article(s) Damaged in Mails, in duplicate. The original is given to the customer and the duplicate is attached to the damaged article. The instructions for completing PS Form 3831 are as follows: (1) Enter the date you receive the damaged article. (2) Enter the name of the person from whom you received the damaged article. (3) Enter the special service number (obtained from the mailing receipt or wrapper). (4) Enter the date the article was mailed. (5) Enter the location where the article was mailed at. You will find this information on the mailing receipt or the postmark on the article. (6) Enter the name of the person who mailed the article. (7) Enter a detailed description of article(s) received. (8) Enter the name and address of addressee as shown on the wrapper of mailing receipt. (9) Enter the signature and title of clerk accepting the claim. (10) Enter the APO and ZIP Code where the damaged articles were turned in. NOTE: Show Slide - Check on Learning 9 Brenda P. Allison, Claims Clerk 7 1 – 24” Brass Lamp 10 APO AE 30

Check on Learning Who may file an indemnity claim for the complete loss of an Insured item? What can be used as evidence of insurance when filing a claim? How long is an article with salvage value retained at the MPO? What is a PS Form 3831? Check on Learning NOTE: Conduct a check on learning and summarize the learning activity. Q: Who may file an indemnity claim for the complete loss of an Insured item? A: Sender only Q: What can be used as evidence of insurance when filing a claim? A: Original mailing receipt or mailing wrapper Q: How long is an article with salvage value retained at the MPO? A: Retain article at APO until USPS notifies you of disposition Q: What is a PS Form 3831? A: Receipt for Article(s) Damaged In Mails NOTE: Show Slide - PEX Situation #1

Practical Exercise PE X Situation 1
NOTE: Show Slide - PEX Situation #1

Money Order Inquiry What happened to my money order?
I need to know if my wife cashed that money order she said she misplaced! Money Order Inquiry 4. Learning Step / Activity 4. Money Order Inquiry Method of Instruction: Conference / Discussion Instructor to Student Ratio: 2:30 Time of Instruction: 1 hr 35 mins Media: Programmed Instruction During this learning activity, you [the Student] will become familiar with the procedures in completing a PS Form 6401, Money Order Inquiry NOTE: Show Slide - PS Form 6401, Money Order Inquiry It’s so strange how that money order just disappeared! I hope they have good news concerning that money order that I lost! 33

PS Form 6401 Money Order Inquiry
Used to file an inquiry about payment of a postal money order. Customers may submit PS Form 6401 for any inquiry on the status of a domestic money order. Money Order Inquiry a. PS Form 6401, Money Order Inquiry, is used to file an inquiry about payment of a postal money order. Customers (owner, payee, or endorsee only) may complete, sign, and submit PS Form 6401 for any inquiry on the status of a domestic money order. When the USPS Money Order Division receives PS Form 6401 from the customer, it reviews its records and completes one of the following actions: NOTE: Show Slide - Money Order Inquiry (Cont’d) 34

Money Order Inquiry (Cont’d)
USPS Money Order Division reviews its records: - If a money order has not been cashed. - If a money order was cashed. Money Order Inquiry (1) If a money order has not been cashed, a replacement money order will be issued. A replacement will not be issued until 60 days after the money order purchase date. (2) If a money order was cashed, a photocopy of the paid money order will be issued immediately to the customer. NOTE: Show Slide -PS Form 6401 35

PS Form 6401 Customer must pay a $6.20 fee for each money order inquiry submitted. Customer must present the original money order receipt. Postal clerk will assist the customer in completing PS Form 6401. PS Form 6401 b. Customers may submit PS Form 6401 at any time (there is no waiting period) and must pay the applicable fee of $6.20 for each money order inquiry submitted. Each PS Form 6401 covers only one money order. NOTE: Show Slide - Example of PS Form 6401

Example: PS Form 6401 Post Office Personnel Complete This Portion
M A R C U S G F L O U N D E R T H P S B A P O A E Marcus G. Flounder Post Office Personnel Complete This Portion $6.20 Postage Label Here 10 9 8 7 6 1 5 4 3 2 11 Example of PS Form 6401 c. The customer must present the original money order receipt. The postal clerk will assist the customer in completing PS Form 6401, and then upon payment, affix stamps or postage label on the form where indicated to show the fee was paid. NOTE: Student can refer to Student Handout, pages 9-11, for information on completing PS Form 6401 The instructions for completing PS Form 6401 are as follows: (1) Enter the money order serial number, issued date and money order amount. (2) Enter the post office number as shown on original money order receipt. (3) Print the name of customer filing the inquiry (Payee or Addressee). (4) Enter the mailing address, city, state, and ZIP Code. (5) Enter telephone number. (6) Person filing the inquiry must read the Certification Statement; sign his/her name and date. (7) Collect the inquiry fee ($6.20) from the customer then affix $6.20 in postage stamps or PVI label here. DO NOT collect a fee if a No-fee money order is issued to the customer. (8) Enter customer’s photo ID number and type. (9) Enter post office’s finance number, ZIP Code and telephone number ONLY if a No-fee money order is issued. (10) Enter No-Fee money order serial number, issue date, and amount ONLY if a No-Fee money order is issued. (11) Enter post office ID, postal employee’s signature, and date. NOTE: The original form is put in an envelope addressed to the Scanning and Imaging Center (address is located on the front of the form) and mailed the same day. Do NOT retain form. NOTE: Show Slide - Check on Learning 37

Check on Learning Who may complete, sign, and submit a PS Form 6401 to check the status of a money order? If found that a money order has not been cashed, when will a replacement money order be issued? What must the customer provide when completing a PS Form 6401? Check on Learning Q: Who may complete, sign, and submit a PS Form 6401 to check a money order status? A: Owner, Payee or Endorsee Q: If found that a money order has not been cashed, when will a replacement money order be issued? A: 60 days after the money order purchase date Q: What must the customer provide when completing PS Form 6401? A: The original money order receipt NOTE: Show Slide - PEX Situation #2 & 3

Practical Exercise PE X Situation 2 & 3
NOTE: Show Slide - Application and Voucher for Refund of Postage, Fees, and Services

Application And Voucher For Refund Of Postage, Fees And Services
5. Learning Step / Activity 5. Application for Refund of Postage, Fees, and Services Method of Instruction: Conference / Discussion Instructor to Student Ratio: 2:30 Time of Instruction: 1 hr 35 mins Media: Programmed Instruction During this lesson, you [the Student] will become familiar with the procedures in completing a PS Form 3533, Application and Voucher for Refund of Postage, Fees, and Services. NOTE: Show Slide -Uses of PS Form 3533 40

Uses of PS Form 3533 This is a two-page form that is used for a myriad of reasons, such as: - Postage meter/PVI label refunds. - Express Mail not arriving within time standard. - Parcels sent Priority Mail arriving via Standard Mail / SAM. Uses of PS Form 3533 a. PS Form 3533 is a two-page form and is used for a myriad of reasons such as: (1) Postage Meter or PVI Label Refunds. (2) Express Mail not arriving within time standard. (3) Parcels sent Priority mail arriving via SAM. NOTE: Show Slide -PS Form 3533 41

PS Form 3533 A customer is due a refund when:
- service is not rendered properly. - standard is not met that is guaranteed by USPS. You as a Military Postal Clerk: - Do not decide if the customer receives a refund. - Assists the customer in working through the USPS system. PS Form 3533 b. When a service is not rendered properly or a standard not met by the U.S. Postal Service, that is guaranteed by USPS, then the customer is due a refund. You as a claims clerk will need to assist the customer in the proper completion of this form. You do not decide whom or if the customer receives a refund. You are only to assist the customer in working through the USPS system to ensure they file the paperwork properly. c. The mailer must submit the original customer copy of the mailing label (i.e., PS Label 11B, Express Mail), the envelope or wrapper, or the portion of the wrapper having the names and addresses of sender and addressee, canceled postage, and postal markings, or other evidence of payment of the amount of postage and fees for which a refund is desired. NOTE: Show Slide - Example PS Form 3533 (Parts 1 and 2) 42

Example: PS Form 3533, Parts 1 and 2
D I A N A J O H N S O N C O R E T T A D R I V E 1 A U S T I N T X 2 Diana Johnson 3 4 Example PS Form 3533 (Parts 1 and 2) NOTE: Student can refer to Student Handout, pages 12 and 13, for information on completing PS Form 3533, Parts 1 and 2. d. The instructions for completing PS Form 3533, Parts 1 and 2 are as follows: (1) Enter customer’s name, complete mailing address, and telephone number. (2) Enter amount of refund requested. (3) Customer must read ‘Privacy Act Statement’, sign their name and dates. (4) Check the appropriate block that pertains to reason for refund. (5) Part 2, Verification of Refund, is left blank unless verification is being made for a spoiled postage meter tape or PVI label. It is completed after proof of spoiled postage meter or PVI label has been confirmed (see Part 4). To show verification of action made on claim: (a) Enter name of post office, post office ZIP, approved amount to be refunded, finance and unit ID number. (b) Ensure certifying employee signs and dates. (c) Ensure witness signs and dates. NOTE: Show Slide - Example PS Form 3533 (Parts 3 thru 5) 5a-c Complete only when verifying spoiled postage meter tapes or PVI labels. 43

Example: PS Form 3533, Parts 3-5
An 8 ounce Express Mail article did not arrive within the service standard. Article was a two-day service and took five days to arrive. Attached is the Express Mail receipt and envelope. 1 $ $34.75 2 3 4 10 34.75 Example PS Form 3533 (Parts 3 thru 5) NOTE: Student can refer to Student Handout, pages 14 and 15, for information on completing PS Form 3533, Parts 3-6. e. The instructions for completing PS Form 3533, Parts 3 thru 5 are as follows: (1) Enter complete explanation of the circumstances for the requested refund. If an error was made in producing a postage meter tape or PVI label, clerk will attach spoiled metered tape or label here. (2) Enter number of pieces. Items with the same value can be listed collectively. For example: If there are two PVI labels that both have a value of $15.00, list number of pieces as “2.” (3) Enter amount of each piece or value of requested refund. If more than one item with the same value is listed, enter that individual amount. For example: Two PVI labels each with a value of $15.00 will be listed as “$15.00” for each amount. (4) Enter amount of postage value. If more than one item with the same value is listed, enter the total of the amounts listed. For example: Two PVI labels with a value of $15.00 each will be listed as “$30.00” for the postage value. (5) Enter total postage face value. If multiple items are presented, ensure an accurate total count is made. (6) Enter “0” in this block. (7) Enter total to be refunded; this should be the same as the total postage face value. (8) The supervisor or approval authority, usually the COPE or Postal Officer (approval authority varies depending on postal facility’s SOP), will determine justification for refund and sign his/her name and date. (9) Witness will sign his/her name and date. (10) Enter amount of refund to which the customer is entitled. (11) LEAVE BLANK. Refunds will not be done locally. f. Ensure claims for refund of postage and retail services are only accepted from the mailer. MPOs should assist patrons who are the addressee in the preparation of the claim and advise them it must be filed by the mailer. Once PS Form 3533 and supporting documents are prepared, they are forwarded to the Mail Classification Center serving the MPO. Local payments are not authorized at MPOs. NOTE: Show Slide - Accounting for Tapes and Labels 34.75 5 11 LEAVE BLANK 0.00 6 34.75 7 COPE’s Signature 25Sep13 8 9 Witness’s Signature 25Sep13 44

Check on Learning What are some reasons to use PS Form 3533?
Can a postal clerk determine whether or not a customer should receive a refund? Who can file a PS Form 3533 for refund of postage and fees? Check on Learning Q: What are some reasons to use PS Form 3533? A: Postage Meter refunds, Express Mail not arriving within time standard, Parcels sent Priority Mail arriving via SAM. Q: Can the postal clerk determine whether a customer should receive a refund? A: No, they are only to assist customers in working through the USPS system to ensure they file the paperwork properly. Q: Who can file a PS Form 3533 for refund of postage and fees? A: The mailer only. 6. Learning Step / Activity 6. Practical Exercise Method of Instruction: Practical Exercise (Performance) Instructor to Student Ratio: 2:30 Time of Instruction: 2 hrs Media: Programmed Instruction NOTE: Conduct a check on learning and summarize the learning activity. 7. Learning Step / Activity 7. Test Method of Instruction: Test Time of Instruction: 1 hr 8. Learning Step / Activity 8. Test Review Method of Instruction: Test Review Time of Instruction: 30 mins SECTION IV. SUMMARY Method of Instruction: Conference / Discussion Instructor to Student Ratio is: 2:30 Time of Instruction: 5 mins Media: Large Group Instruction Check on NOTE: Determine if the students have learned the material presented by soliciting student questions and Learning explanations. Ask the students questions and correct misunderstandings. Q: Can postal clerks determine whether a customer should receive a refund? A: No; they’re only to assist the customer in working through the USPS system to ensure they file the paperwork properly SHOW: Slide - PEX Situation 4 & 5

Practical Exercise PE X Situation 4 & 5 NOTE: SHOW Slide -9, AMPS

Automated Military Postal System (AMPS)
Students Log In To AMPS Operations Folder Claims Discuss Claims Area AMPS Instructors will demonstrate Claims area of AMPS as described above. NOTE: Show Slide - TLO

TLO – Prepare Claims and Inquiry Forms
LESSON OUTCOME: Students will prepare claims and inquiry forms IAW USPS and DOD directives/guidance in support of postal operations. 21ST CENTURY SOLDIER COMPETENCIES: Professional Competence Comprehensive Fitness Communication and engagement Tactical and Technical competence TERMINAL LEARNING OBJECTIVE: ACTION: Prepare Claims and Inquiry Forms CONDITIONS: In a classroom environment; given access to the following material below and awareness of the Operational Environment (OE) variables and actors. PS Form 1000, Domestic Claim or Registered Mail Inquiry PS Form 2856 Damage Report of Insured Parcel and Contents. PS Form 3533, Application and Voucher for Refund of Postage, Fees and Services PS Form 3831, Receipt for Article(s) Damaged in Mails PS Form 6401, Money Order Inquiry Standard USPS Supplies and Equipment STANDARDS: Student will complete, review, and submit appropriate claims and inquiry forms while maintaining accountability of records and articles of mail associated with the claim IAW DMM, POM, and DOD M to achieve a minimum of 80% accuracy. Terminal Learning Objective NOTE: Inform the students of the following Terminal Learning Objective requirements. At the completion of this lesson, you [the student] will: Action: Prepare Claims and Inquiry Forms Conditions: In a classroom environment; given access to the following material below and awareness of the Operational Environment (OE) variables and actors. 1. PS Form 1000 (Domestic Claim or Registered Mail Inquiry). 2. PS Form 2856 (Damage Report of Insured Parcel and Contents). 3. PS Form 3533 (Application and Voucher for Refund of Postage, Fees and Services). 4. PS Form 3831 (Receipt for Article(s) Damaged in Mails). 5. PS Form 6401 (Money Order Inquiry). 6. Standard United States Postal Service (USPS) supplies and equipment. 7. Awareness of Operational Environment (OE) variables and actors. Standards: Student will complete, review, and submit appropriate claims and inquiry form while maintaining accountability of records and articles of mail associated with the claim IAW DMM, POM, and DOD M to achieve a minimum of 80% accuracy. 21st Century Soldier Competencies are outlined in Appendix C of TRADOC Pamphlet (The U.S. Army Learning Concept for 2015) are general areas of competence or attributes required by Students and leaders to prevail in complex, uncertain environments. Together, they provide a foundation for operational adaptability. Safety: In a training environment, leaders must perform a risk assessment in accordance with ATP 5-19, Risk Management. Leaders will complete the current Deliberate Risk Assessment Worksheet (DD Form 2977) in accordance with the TRADOC Safety Officer during the planning and completion of each task and sub-task by assessing mission, enemy, terrain and weather, troops and support available-time available and civil considerations, (METT-TC). Note: During MOPP training, leaders must ensure personnel are monitored for potential heat injury. Local policies and procedures must be followed during times of increased heat category in order to avoid heat related injury. Consider the MOPP work/rest cycles and water replacement guidelines IAW FM , Multiservice Tactics, Techniques, and Procedures for Nuclear, Biological, and Chemical (NBC) Protection, FM , Multiservice Tactics, Techniques, and Procedures for Chemical, Biological, Radiological, and Nuclear Decontamination. Risk Assessment Level: Low Environmental Considerations : Environmental protection is not just the law but the right thing to do. It is a continual process and starts with deliberate planning. Always be alert to ways to protect our environment during training and missions. In doing so, you will contribute to the sustainment of our training resources while protecting people and the environment from harmful effects. Refer to FM Environmental Considerations and GTA ENVIRONMENTAL-RELATED RISK ASSESSMENT Evaluation : You will be assessed on your knowledge of preparing claims and inquiry forms by completing two practical exercises. Then you will be tested by completing a performance-based test. You must achieve a minimum of 80% in order to pass the test. Lead-In : There are a lot of manuals and procedures that together aid in the effectiveness of postal operations. However, they do not eliminate mishaps from occurring to mail while in the possession of the USPS. When this happens, o provide the customer with information and guidance in obtaining restitution. This lesson will teach you what is involved in providing claims service to prospective customers. NOTE: Show Slide – Questions?

QUESTIONS? Questions? 49

Prepare Claims and Inquiry Forms

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